Client Service Officer

Make a meaningful difference for veterans and their families.

The Veterans' Review Board is a specialist merits review tribunal committed to delivering fair, timely and accessible review outcomes for veterans, serving members of the Australian Defence Force and their families.

The VRB Client Service Officer plays an integral role in delivering high-quality client service and administrative support that enables the Board to provide timely, fair and accessible review services for veterans and their families.

Working under the general direction of a Deputy Registrar, the Client Service Officer manages administrative aspects of matters before the Board, supports the progression of applications from lodgement through to finalisation, and contributes to the effective delivery of dispute resolution events and hearings.

The role requires sound judgement, strong organisational skills and a commitment to providing professional, empathetic and responsive service to applicants, representatives, VRB Members and stakeholders. Client Service Officers work collaboratively within a team to support consistent, efficient and high-quality case management.

This role offers the opportunity to build a rewarding career in the Australian Public Service while contributing to an organisation committed to fairness, accessibility and service excellence. 

• Manage a portfolio of VRB matters through established case management processes.
• Provide professional, timely and empathetic assistance to applicants, representatives and stakeholders regarding VRB procedures and case progression.
• Prepare matters for dispute resolution events and hearings by coordinating documentation, correspondence and listings.
• Support VRB Members before, during and after proceedings through high-quality administrative and operational support.
• Maintain accurate case records and ensure information is managed in accordance with legislative, privacy and recordkeeping requirements.
• Liaise with applicants, advocates, ex-service organisations, the Department and other stakeholders to obtain information and facilitate timely progression of matters.
• Resolve routine administrative issues independently and identify matters requiring escalation.
• Contribute to continuous improvement by identifying opportunities to enhance Registry processes and client service.
• Work collaboratively to support operational priorities and deliver consistent client outcomes. 

• Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS). 
• Any successful candidate external to DVA offered employment will be required to undergo a pre-engagement screening check, even if they have a security clearance. The screening check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.
• Any successful candidate will also be required to obtain and/or maintain, a baseline Vetting (AGSVA) security clearance as a minimum.

This recruitment process is being used to fill ongoing and/or non-ongoing position/s. For more information about the role, please see the Candidate Information Pack.

A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.

Successful applicants engaged into the APS will be subject to a probation period.

DVA embraces and fosters a culture that supports diversity, inclusion and respect, where people are empowered to fulfil their potential. We welcome people with diverse skills, experiences, perspectives and backgrounds. We are dedicated and committed to attracting and recruiting Aboriginal and Torres Strait Islander peoples and encourage applications from people with disability, people that identify as LGBTQIA+ and people from culturally and linguistically diverse backgrounds. Take on a rewarding, varied, and broad career with an Australian Public Service Department that can bring balance and flexibility to your working life, while supporting you to stay connected to your community.

DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.

The Department of Veterans’ Affairs (DVA) exists to fulfil the nation’s duty to support our serving and ex-serving Australian Defence Force members and their families. We do this through programs of care, compensation, commemoration, income and Defence support services. Our aim is to enhance self-sufficiency, quality of life, financial wellbeing and community recognition for those we support. DVA is both a policy and service delivery agency. We have strong relationships with Australian ex-service organisations, Federal and State Government agencies and the veteran community. DVA’s vision is to honour veterans, and empower them and their families to continue life after service, within a society that understands and values their military service and their ongoing contribution to the community.